mycar Tyre & Auto - Rouse Hill Avis 

Great friendly staff prompt service

Great service

The excellent service and delightful receptionist. Clean and comfortable waiting area

Great customer service! Grant and he’s team went above and beyond to make sure the service on my car went smoothly and without any hassles.

I had a good experience

Quality and timely service, expert advice, timely comms

The team looked after us from first contact and were really thorough in identifying the issue with our car.

Went to change the tyres, and they broke one of of the wheel hub and stud by using force to remove the wheel. Didn't ask for my permission before using brute force, and afterwards came telling me what happened. Now they want me to pay $1000 to replace the wheel hub.

Subject: Urgent Complaint – Unprofessional Service & Incomplete Work at Mycar Tyre & Auto, Rouse Hill

I am writing to formally lodge a complaint regarding the unacceptable service I received at Mycar Tyre & Auto - Rouse Hill (Resolution Place 4, 2155 Rouse Hill, NSW) on January 20, 2025, at 8:00 AM.

Issue with Staff Conduct

Upon dropping off my car for a pre-scheduled Wheel Rotation and Balance, I encountered an extremely rude, unprofessional, and unpleasant male representative at the front counter. When I politely inquired about the estimated pickup time, his unacceptable response was:

"There are 4 SUVs before you, and they all have 4 wheels. So don’t expect to hear from us before 2:30 PM."

I reminded him that when I booked the service, his female colleague assured me that the job wouldn’t take more than an hour if I dropped the car off between 8:00 and 8:30 AM. His aggressive reply was:

"You can take your car back if you want. I don’t have time for this conversation. If you are OK with my timing, leave it for the service."

This disrespectful attitude is completely unacceptable for any customer-facing role, let alone a service center where customers trust professionals with their vehicles.

Incomplete Service & Misleading Information

Despite my disappointment, I left my car there, as I had an important family trip planned that afternoon. However, just 40 minutes later, I received a text message stating my car was ready for pickup. Given the previous conversation, I found this highly suspicious.

I immediately called the store to confirm whether the work was actually completed or if the SMS was sent by mistake. The female representative who answered confirmed the service was completed.

When I arrived at the store, I again politely inquired at the reception desk whether the wheels had been rotated and balanced properly. The female representative assured me that they had. I asked if she could provide any documentation proving the balancing process. She refused and only provided a Tax Invoice.

Fraudulent & Negligent Service

Upon inspecting my vehicle, I discovered that the wheels had NOT been rotated at all—a fact I confirmed because I had marked them beforehand. They had merely balanced the wheels without performing the requested and scheduled rotation.

This is not just a failure of service; it is dishonest and deceptive conduct. The primary reason for my visit was to rotate the wheels, as I was experiencing noise from the Rear Left Wheel due to prolonged use—a concern previously identified by the Toyota Service Centre during my most recent maintenance.

As a result of this dishonesty and negligence, my issue remains unresolved, and I am left helpless with the tyre noise that should have been addressed.

Immediate Resolution Required

Given the poor service, dishonesty, and unacceptable treatment, I demand the following:

1. A full refund of the service fee due to the failure to perform the agreed-upon work.

2. A free "Wheel Rotation and Balance" appointment at a different Mycar location to ensure the service is carried out correctly.

If I do not receive a satisfactory resolution immediately, I will have no choice but to escalate this matter to the consumer protection authorities, Fair Trading NSW, and relevant ombudsman services.

I expect a prompt response and resolution to this matter.

Sincerely,
Mahfuzur Rahman
Mobile: 0449 880014

Great service and very accommodating. Grant and the team went the extra mile to help me , even with a problem that wasn't theirs. 10 outta 10, would use them again.

Great service, new tyre ordered promptly as old one too damaged to repair. Friendly team. Thank you.

Quick response and have a great comms. Also provide advises and clear time frame for the whole work.

He was thorough and gave us all the details of what was needed to be fixed.

Even though MyCar Rouse Hill were extremely busy with vehicle bookings as was every other mechanical service centre in the Hills over the the Australia Day long weekend period, Grant & the team made the time to fit our VW Golf in for urgent repairs to pass a roadworthy inspection.
The thorough workmanship and attention to the most minor of details, even when they were obviously pressed for time was impressive & greatly appreciated!
You’ve just become our service centre of choice - many thanks guys!👍

The car was given at 8am for tyre replacement mainly and also planned for servicing . Around 4pm I was told that tyres quoted are not available and car needed different tyres and was given very high quote. Also told it can’t be done today!! It was complete waste of day for me.
I waited 4-5 days for this appointment and end results was not satisfactory at all.

The staff were easy & helpful to deal with. Kept me informed & updated re service

Friendly n welcoming treats us customers the old fashion way instead of a number

great advise, service, great team

They were short staffed hence they could not work on my car at the promised time. My booking time was 9 AM but they started work on my car only at 10:15 AM and I got my car back at 11:15 , this was inconvenient.

Eaae of getting my tires replaced. Staff at the centre were nice. Also they went beyond the required work to help me get fix the spare tyre...